Job Description

Company Description
Who we are: In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.
Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.
We're always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization

Location: Columbus (Hybrid)
Summary
The Senior Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across national or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.
Job duties
(* denotes an "essential function")

• *Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• *People Leadership - develop a highly functioning client team

• *Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
• *Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
• *Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
• *Foster cross-training and a sense of team work to optimize client service delivery
• Operational Leadership - ensure account meet or exceed client expectations

• *Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• *Ensure Engage is implemented and utilized by team according to best practices
• *Understand how Engage operates, the data it requires and generates.
• *Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual performance
• *Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client
• *Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
• Financial and Contractual Management

• *Review monthly P&L and submit necessary changes to financial analyst
• *Review all labor allocations; manage over-time and time-off to avoid non-billable charges
• *Create and distribute monthly invoice, ensuring it meets contractual requirements
• *Participate in the budget process; ensure all operational processes are managed to timeline and budget
• Customer & Account Leadership -

• *Manage relationships with clients by ensuring a high level of customer satisfaction
• *Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
• *Solicit feedback from clients (client outreach) regularly
• *Educate clients on Williams Lea services already provided and those available through strong sense of the client's business and the impact our services may have on their success
• *Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users - escalate opportunities to manager
• Other

• Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts
• Adhere to Williams Lea policies in addition to client site policies

Qualifications

• A Bachelor's degree or equivalent experience is required.
• Over 6 years' experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
• Demonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance
• Excellent client service skills with a service-minded approach toward the client
• Proven experience in the delivery and management of complex or multi-service solutions for clients
• Minimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L
• Able to make independent financial decisions for scope of responsibility
• Minimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions
• Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
• Attention to detail with demonstrated organizational skills
• Must be able to meet deadlines and complete all projects in a timely manner
• Able to handle sensitive and/or confidential documents and information
• Able to make independent decisions that conform to business needs and policy
• Must be able to interact effectively with multi-functional and diverse background
• Able to work in a fast-paced environment
• Must be self-motivated with positive can-do attitude.
• Intermediate to expert level Microsoft Office skillset

Supervision
Number and title(s) of direct reports (if any): 2 -15 direct reports, including Manager(s), Supervisor(s) and/or Associate(s)
Received: Director of Operations, Senior Director of Operations, Account Director, Senior Account Director
Portfolio: Gross Profit 100k - 300k USD; Revenue 1-3 MM USD; Coverage: multiple locations, more than one client, multiple service lines
Job relationships
Internal: This position works closely with Operations, Client Services and functional teams.
External: This position works closely with operational client contacts and vendors.
Additional Information
It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
Williams Lea is a drug-free workplace and performs pre--employment substance abuse testing.
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#LI-Hybrid
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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

Skills Required